Analyst- GCC-AAPS- Hyperabad

Hyderabad, Telangana, India

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Position Summary

Designation: Analyst

Role: Audit Application support - Analyst

Job Description: ​​​This Job provides voice, chat, email and webforms support to different Deloitte Audit applications. Support is  mostly around the firm audit applications which requires  effectively providing resolution to complex queries, resolving customer issues / bug fixes and also acting as liaison between auditors and engineering teams . Works in a 24*7 support environment demonstrating excellent communication skills. 'This process involves providing Level 1 remote support on Application products / systems. This includes resolution of queries which are of high complexities across multiple geographies.  As these are internal applications, the knowledge around resolutions is not available outside Deloitte, therefore members need to clearly understand and comprehend the knowledge available and provide resolution.

Roles and Responsibilities:
​
• Answer incoming interactions (calls, webforms, emails, chats and voicemails).
• Excellent verbal and written communication skills.
• Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
• Adhere to contact quality guidelines.
• Excellent decision making skills to ensure optimum customer satisfaction.
• Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
• Display excellent customer service skills and attitude on each and every interaction.
• Constantly strive to meet or exceed the goals/KPIs.
• Demonstrate flexibility in working in different shifts . This team works 24x7.
• Self-disciplined in order to adhere to the schedule published.
• Identify knowledge gaps and submit corrections/updates and new knowledge documents.
• Should be able to mentor new hires

Required Skills / Competencies:
​B.Sc/B.Com/BCA/B.E/B.Tech (with computer science and electronics background) Other non-engineering graduation/Diploma: 2-4 yrs

Trainings needed:

Generic Training(s)
Generic Trainings
• Basic understanding of Microsoft Office applications (Outlook,Excel,Word,PowerPoint)
•Effective Email Writing
•Be a better listener
•Intonation in Conversations
•Reading Strategies
•Customer Service & Support For Customer Service Executives
•The Customer: How to Understand Their Needs
•Customer Service English Essentials

Functional training(s)


• Introduction to Service Management with ITIL 4
•IT Troubleshooting Skill Training
•IT Help Desk Professional•SharePoint Online Beginners Course



Firm Knowledge
• Ethics (deloitte.com)​
• CoRe​
• Global Contact Center
• IRPM |Snapshots & How they are being used
• Business Chemistry​
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Professional development

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Requisition code: 307962